Better customer care with RPA
4
MINS READ
Industry
Energy, Resources & Utilities
Rebalance the energy equation
Highlights
- ENMAX Energy wanted to automate numerous repetitive tasks to improve productivity and deliver a consistent customer experience.
- TCS leveraged its automation expertise to implement an RPA solution that reduced manual processing and ensured faster turnaround time.
- TCS’ solution helped ENMAX Energy realize faster RoI and improve efficacy and customer satisfaction.
In this article
Overview
ENMAX Energy wanted to automate numerous repetitive tasks to improve productivity and deliver a consistent customer experience.
The company decided to leverage robotic process automation (RPA) to reduce repetitive tasks so that its support team could focus on creating better customer connections.
Challenge
Numerous repetitive tasks were hampering productivity and consistent customer experience.
ENMAX Energy, a Calgary, Canada-based electricity, natural gas, and services retailer, wanted a sustainable back-office operating model to improve exception handling, reduce manual efforts, and speed up meter read-to-invoicing. Given its growing customer base and increasing customer care requirements, ENMAX Energy needed a sure-fire way to automate daily activities and ensure faster turnaround.
Solution
TCS’ automation expertise powers ENMAX Energy’s customer support automation vision.
At the very outset, TCS decided to use a lean-enabled automation analysis framework to create an RPA tool unique to ENMAX Energy’s needs. With the blueprint in hand, a business case was outlined to quantify the cost, savings, and return on investment of adopting the said strategy. The software and RPA tools needed for comprehensive back-end automation were evaluated.
The RPA solution was built using UiPath and can read complex files, SAP industry solution for utilities (IS-U and CRM) inbox items, and business process exceptions. It can easily integrate with other applications, such as Genesys, intelligent work distribution, SAP, data quality management, and SnapLogic.
TCS helped ENMAX Energy’s back-end operations by leveraging:
- Complex business logic to reduce manual processing
- A market-ready solution with built-in flexibility and scalability hosted on Microsoft Azure
- Enterprise-grade design principles across bot configuration, deployment, operations, monitoring, and governance
- Data-driven self-operable analytics engine
Business benefits
Strategic RPA implementation enhances ENMAX Energy’s efficacy and customer satisfaction.
Successful automation of back-office queues helped ENMAX Energy realize faster RoI, annualized effort savings, reduced manual errors, improved customer onboarding, and improved data quality management.
Key benefits include:
- 9000 hours of effort savings
- 60% reduction in manual efforts
Our partnership with TCS on this project was instrumental in our success to deliver on improved back office processing time, resulting in a positive impact for our customer and employee experience.
what made this happen
Read how TCS’ solution leverages an AI/ML framework and acquires real-time energy data to help enterprises reduce energy consumption and become sustainable.
As businesses prioritize green products, TCS’ solution helps them achieve supplier sustainability, ESG and SDG priorities, efficient carbon management, and a circular economy.
TCS’ Machine Vision platform addresses the need for utilities’ automation and standardized asset inspection and utilities vegetation management to cut costs.